Any customer care manual should simply start with the phrase: first and foremost, be human.
Of course, we like rules, we follow them, and we strive to make our lives easier in this business of apartment management. But…
People need to feel like they are interacting with other people, not with a robot.
People sometimes face problems, unexpected situations, which doesn’t necessarily make them irresponsible, and they need understanding.
People appreciate following the rules, but at the same time, they also value flexibility.
In short, how we understand customer care and what advice we have for any apartment owner starting out in the hotel rental business – 3 strategies that have brought us good reviews and loyal clients.
1. Flexibility in check-in and check-out times.
Of course, fixed check-in and check-out times provide predictability and help the cleaning companies we collaborate with to plan their activities so everything is ready on time.
At the same time, we understand special situations and try, as much as possible, to respond positively to most early check-in and late check-out requests.
Fortunately, we work with cleaning companies whose representatives are also extremely flexible and understand the importance of these exceptions in customer satisfaction (and we thank them for that).
Yes, we’ve been in situations where we were asked for both late check-out and early check-in on the same day, at the same property, and although we couldn’t always honor the request fully, each guest received an extra half hour or hour, and after explaining the situation, they understood and were grateful.
2. Refunding money in the case of unforeseen, justified situations.
The owners I work with know that I’m not a fan of the “non-refundable rate plan,” which gives a 10% discount to the guest but doesn’t allow them to cancel the reservation for free. Why? Simply because every time a guest contacted us with an important issue (health problems, accidents, canceled flights), we offered to cancel the reservation and refund the money in full, even if they had opted for the non-refundable booking.
Guests don’t forget, and most of the time, they return with a new booking at the same property later on.
3. Within reasonable limits, we try to resolve extra requests and assist guests outside our area of activity.
A few examples from recent situations:
- We offered a baby crib if they needed one, even though the property didn’t have one and it wasn’t listed in the ad.
- We made appointments for them at car services, clinics, etc.
- We recommended tourist tours, routes, sights, etc.
- We bought extra items they needed for the kitchen that solved a current need of theirs.
- We turned on the heating in August, upon request.
Our business is made with people, for people, and we are happy that our values are shared by the owners we work with.